Voice analysis training system

ABSTRACT

A method for performing voice analysis includes storing a simulation file having a script for conducting a training session with a user. The method also stores desired attributes associated with the simulation file. The method also includes retrieving the simulation file and providing a user interface to conduct the voice analysis using the simulation file. The method further includes receiving one or more voice impressions from a user and analyzing at least one of the voice impressions of the user. The method additionally includes determining attributes of the at least one voice impression in response to analyzing the at least one voice impression and comparing the determined attributes to the desired attributes associated with the simulation file. The method provides feedback to the user based on the comparison.

BACKGROUND

The present disclosure relates generally to systems and methods toconduct voice analysis training with automated real-time analysis andfeedback of a voice impression of a user.

Training employees generally relies on a large investment of time andresources to have the employees performing tasks at a desired level. Amanager, who is also overseeing the work of employees not currentlyundergoing training, may not have the time or resources to provide newor underperforming employees with adequate training. Further, themanager may not have the time or resources to provide adequate trainingto maintain seasoned employees at their optimal performance levels.

Traditionally, the managers, when encountered with limited time, provideemployees with access to off-site training. The off-site training may beexpensive, and the manager is generally unable to monitor progress ofemployees at the off-site training. Effectiveness of the off-sitetraining is also generally unproven and the quality is unreliable.Alternatively, when the manager does not have the resources to sendemployees to off-site training, the manager may not have adequate timeto provide the training in an in-house setting. As a particular example,a customer representative may receive great value from role-playing orjob shadowing, but such training relies on valuable time resources. Asused herein, the term “customer representative” shall mean a customerrepresentative, a sales or marketing representative, a help deskrepresentative, a call center representative, a client account manager,or any other representative of an organization that interfaces withcustomers, potential customers, or the general public. Because of thedifficulties associated with off-site training and traditional in-housetraining, the manager may benefit from alternative training methods foremployees.

Further, when a manager relies on training tools that lack userinteraction or an ability to monitor progress, the manager may be facedwith difficulty tracking the progress of the employee using the trainingtools, or knowing whether the training tools are being used at all.These traditional training tools may also provide training units thatare not applicable to specific job functions of the employees. In such asituation, the employees or the manager are forced to wade throughunwanted material to reach the training material applicable to thespecific job functions of the employees.

SUMMARY OF THE DISCLOSED EMBODIMENTS

The disclosed embodiments include a voice analysis training system thatincludes an application programming interface (API), which includesroutines for providing voice analysis training. The voice analysistraining system also includes a client application, which transmitsvoice impressions and control interactions from a user to a server, andan audio analysis tool, which receives the voice impressions from theserver and analyzes voice qualities of the voice impressions.Additionally, the voice analysis training system includes the server innetwork communication with the API, the client application, and theaudio analysis tool. The server provides an interface between the API,the client application, and the audio analysis tool. The clientapplication receives analysis of the voice impressions from the audioanalysis tool via the server, and the client application providesautomated feedback to the user based on the analysis of the voiceimpressions.

In one embodiment of the proposed invention, a method for performingvoice analysis includes storing, in a database, a simulation file forconducting a training session with a user, the simulation file includingat least a script. The method includes further storing, in the database,desired attributes associated with the simulation file. The method alsoincludes retrieving, by a server, the simulation file from the databaseand providing, by a client application, a user interface to conduct thevoice analysis using the simulation file from the database. The methodfurther includes receiving, at the client application, one or more voiceimpressions from a user and analyzing, at an audio analysis tool, atleast one of the voice impressions of the user. The method additionallyincludes determining, at the audio analysis tool, attributes of the atleast one voice impression in response to analyzing the at least onevoice impression and comparing, at the audio analysis tool, thedetermined attributes to the desired attributes associated with thesimulation file. The method provides, by the client application,feedback to the user based on the comparison.

Additional details of the disclosed embodiments are provided below inthe detailed description and corresponding drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of the description provided herein andthe advantages thereof, reference is now made to the brief descriptionsbelow, taken in connection with the accompanying drawings and detaileddescription, wherein like reference numerals represent like parts.

FIG. 1 is a network diagram and system diagram of a voice analysistraining system, in accordance with a disclosed embodiment;

FIG. 2 is a sequence diagram depicting an overview of a voice analysistraining process, in accordance with a disclosed embodiment;

FIG. 3 is a flowchart depicting a method for performing voice analysisof a user, in accordance with a disclosed embodiment;

FIG. 4 is a spectrogram of a voice impression of a user with associatedvoice qualities superimposed over the spectrogram, in accordance with adisclosed embodiment; and

FIG. 5 is an illustration of a user interface of the determination ofattributes of the voice of a user while communicating during aparticular session for presentation of feedback to the user.

The illustrated figures are only exemplary and are not intended toassert or imply any limitation with regard to the environment,architecture, design, or process in which different embodiments may beimplemented.

DETAILED DESCRIPTION

In the description that follows, the drawing figures are not necessarilyto scale and certain features may be shown in generalized or schematicform in the interest of clarity and conciseness or for informationalpurposes. In addition, although making and using various embodiments arediscussed in detail below, it should be appreciated that many inventiveconcepts are described that may be embodied in a wide variety ofcontexts. Embodiments discussed herein are merely representative and donot limit the scope of the claimed subject matter.

Embodiments of a voice analysis training system are disclosed hereinthat automate training of users based on voice analysis of the userduring a simulation. Using the voice analysis training system describedherein avoids costly off-site or on-site training and encouragescompletion of training. For example, a manager may monitor trainingprogress and set training goals of employees reporting to the manager.Further, the voice analysis training system provides a user and/ormanager with verifiable and observable results.

More particularly, various embodiments of the present invention utilizevoice analysis to determine the effectiveness of communications of auser for a particular task. For purposes of this application, voiceimpressions will refer to particular recordings of the speech of anindividual during a particular session pursuant to which the individualis participating in a particular interaction with a training simulationor actual person. Such voice impressions are first analyzed to determineattributes of such voice impression during such interaction. Suchdetermined attributes are then compared to or assessed relative to modelattributes that represent preferred or ideal attributes in suchinteractions. For example, for a session involving an interaction with acustomer for the sale of a particular product or service, determinedattributes of a voice impression may be compared to or assessed relativeto model attributes that have been empirically demonstrated to result ina high percentage of sales closings. Based on such comparison orassessment, feedback may be presented to a user as to the effectivenessof their communication during the session or as to recommendations thatmay be adopted by the user to improve such effectiveness.

For purposes of this application, attributes are any indication ofemotion, personality, interest, opinion, energy level, confidence level,demographics, mental or physical state, or other characteristic of anindividual that can be determined from a voice impression based on ananalysis of the waveform of such voice impression, whether directly orindirectly based on the application of filters and functions, andwhether from the audio characteristics of such waveform or fromsecondary determinations of body or facial position or expression ofsuch individual based on such waveform. For example, the pitch, tone,amplitude, cadence, or transients of such waveform may directly indicatethe energy level of an individual. Alternatively, characteristics of thewaveform may be used to determine whether the individual is smiling orfrowning while communicating. Attributes measurable by variousembodiments of the present invention may include, without limitation,arousal (energy level), joy, trust, interest level, surprise, sadness,disgust, anger, happiness, disappointment, confidence, pleasure,satisfaction, attraction, contentment, fear, ecstasy, grief, vigilance,admiration, repugnance, amazement, curiosity, acceptance, doubt,distraction, pervasiveness, apprehension, annoyance, boredom, serenity,anticipation, age, sex, locality of origin, education level, personalitytype, inebriation, sleepiness, health issues, posture, or any othercharacteristic measurable in whole or in part by voice analysis. In oneembodiment, video recording may be used to determine attributes based onboth physical and voice characteristics of a user.

In some embodiments of the present invention, the content of the voiceimpression (such as the order and meaning of the words communicated) maybe analyzed in combination with the attributes of the voice impressionto better assess or evaluate the effectiveness of communication example,when such content of a voice impression indicates that a customerservice representative is attempting to resolve a tense situation with acustomer, the attributes of the voice impression can be analyzed todetect attributes such as calmness, confidence, and sympathy.

Referring now to the drawings, FIG. 1 is a network diagram of a voiceanalysis training system 100, in accordance with a disclosed embodiment.In an embodiment, the voice analysis training system 100 includes aserver 102 communicatively coupled to a client application 104, adatabase 106, an audio analysis tool 108, data storage 110, and anapplication programming interface (API) 112. The client application 104provides an interface for a user 114 to interact with the voice analysistraining system 100. In one embodiment, client application 104 is aweb-based application. In alternative embodiments, client application104 may be a mobile application such as a smart phone application orother suitable application for communicating with voice analysistraining system 100. Additionally, the client application 104 providesan interface for providing a subscription service 116 that handlespayments for a subscription from the user 114 and an interface for anadministrator 118 to upload new simulations to the voice analysistraining system 100 and other administrative tasks that may be desiredby the administrator 118. When the administrator 118 uploads newsimulations, the new simulations are transmitted to and stored in thedatabase 106 via the server 102. The client application 104 alsointeracts with the server 102 by providing subscription information fromthe subscription service 116 to create a new account with the voiceanalysis training system 100.

While the client application 104 is described below with respect tovoice analysis training, the client application 104 may also include aseries of lesson-based training systems. For example, the clientapplication 104 may include a library of lesson units that are cateredto different job functions within a company and are stored at thedatabase 106 or the data storage 110 for access by the clientapplication 104. In a hospitality embodiment, the client application 104may include, for example, lesson units related to increasingeffectiveness of business travel sales by customer representatives,increasing effectiveness of catering sales by customer representatives,increasing effectiveness of conference sales by customerrepresentatives, increasing effectiveness of group sales by customerrepresentatives, increasing leadership effectiveness of hotelmanagement, and maximizing marketing initiatives by marketing teams atthe hotel. Although many embodiments of this application are describedrelative to customer representatives, one of ordinary skill in the artwill appreciate that the same embodiments can equally apply to otherindividuals or employees for communications training in a variety ofbusiness functions and situations. For example, training may be offeredto a manager to recommend better ways of communicating with those underthe manager's supervision.

Additionally, all of these lesson units may include one or more trainingsimulations, as discussed in detail below, that relate directly orindirectly to the topics of each lesson unit. Additionally, use of thevoice analysis training system 100 in other industries that rely onsales or communication effectiveness are also contemplated within thescope of the present disclosure.

The client application 104 provides an interface for the user 114 tointeract with the voice analysis training system 100. In operation, theuser 114 provides an indication at the client application 104 to begin atraining session. In an embodiment, the training sessions includesimulations in which the user 114 receives prompts to answer during aphone call 120. The phone call 120, for example, using a communicationsplatform 122, asks the user 114 a question or recites other scriptedstatements, narratives, or scenarios that are preloaded into the datastorage 110 as a simulation file. The preloaded questions and statementsare based on scenarios that the user 114 may experience during a typicalcustomer interaction. The typical interaction with a customer, in anembodiment, may be related to the user 114 working as a salesperson. Asan example, the simulation may involve a prospective customer calling toask questions about products or services provided by the user 114. Thequestions presented by the prospective customer are preloaded into thedata storage 110 and provided to the user 114 during the phone call 120by the communications platform 122.

During the phone call 120, the user 114 interacts with the API 112 ofthe voice analysis training system 100. The client application 104 mayinclude an exam button 124 that provides the user 114 with an element tointeract with the API 112. The exam button 124 may be a singleinteraction element within the client application 104, a series ofinteraction elements within the client application 104, or avoice-activated trigger within the client application 104. As usedherein, the term interaction element may refer to an element within theclient application 104 that the user 114 is able to interact with usinga mouse click or another selection operation by the user 114.Additionally, the voice-activated trigger, as used herein, may refer toan element within the client application 104 that begins an operationwhen the user 114 begins speaking. In this manner, the exam button 124may provide an indication from the user 114 to the API 112 to start thephone call 120, an indication that the user 114 is about to respond to aquestion provided by the communications platform 122, an indication thatthe user 114 has stopped responding to the question provided by thecommunications platform 122, an indication to pause the phone call 120,and/or an indication to resume the phone call 120. As used herein, theterm phone call 120, may refer to an actual phone call from thecommunications platform 122 to the user 114, or the term phone call 120may refer to a simulation confined to input and output provided by acomputing device on which the client application 104 is running.

When the API 112 receives the indications from the user 114 via the exambutton 124, the API 112 provides instructions to the communicationsplatform 122 to pause or resume the phone call 120. For example, afterthe communications platform 122 asks the user 114 questions of thesimulation, the user 114 interacts with the exam button 124 to indicatethat the user 114 is about to respond to the question. Upon receivingthe indication from the exam button 124, the API 112 instructs thecommunications platform 122 to pause the simulation until the API 112receives another indication via the exam button 124 that the user 114 isfinished responding to the question. At that point, the API 112instructs the communications platform 122 to resume the simulation untilthe API 112 receives another indication from the user 114 to pause thesimulation.

The communications platform 122, upon receiving an indication from theAPI 112 to begin a training simulation, sends a request to receive asimulation file stored in the data storage 110. As discussed above,simulation files may include one or a series of scripted questions,statements, narrative or other scenarios for response and reaction to bythe user 114. The simulation file is received from the data storage 110at the communications platform 122, and the simulation file maycorrespond with a specific training simulation related to specific jobfunctions of the user 114. Additionally, in an embodiment, thesimulation file may correspond to a specific skill that the user 114wishes to practice. The simulation file may be broken up into individualwords, sentences, segments, by topic, or in other suitable portions,each of which may be stored separately. Hereafter, such portions shallbe referred to for purposes of this application as snippets.

When the communications platform 122 receives the simulation file fromthe data storage 110, the communications platform 122 initiates thephone call 120 to the user 114. During the phone call 120, thecommunications platform 122 may record the response of the user 114 toquestions of the simulation. In another embodiment, the clientapplication 104 records the responses of the user 114. The response ofthe user 114 may generally be referred to as a voice impression of theuser 114. In either scenario, the voice impression is provided to thedata storage 110 via the communications platform 122 or directly fromthe client application 104.

Upon receipt of the voice impression of the user 114 at the data storage110, the server 102 provides an indication to the audio analysis tool108 that the voice impression is ready for analysis. The audio analysistool 108 then receives the voice impression from the data storage 110and analyzes the voice impression to determine attributes of the voiceimpression, the purpose of the communication, the goals of the user 114,or the business role of the user 114. More particularly, analyzing thevoice impression may include an analysis of the waveform of such voiceimpression, whether directly or indirectly based on the application offilters and functions, and whether from the audio characteristics ofsuch waveform or from secondary determinations of body or facialposition or expression of such individual based on such waveform. In oneembodiment, and similar to simulation files, each word, sentence, orother portion of the voice impression may be stored in snippets to allowaudio analysis tool 108 to determine attributes of each snippet. In sucha manner, a longer simulation session may be broken up into snippets togive the user 114 individual feedback on each snippet based onattributes determined for each snippet. Snippets of voice impressionsmay be further analyzed and feedback by determining matching snippets ofvoice impressions with corresponding snippets of simulation files. Insuch a manner, the context, situation, goals, and details of particularsnippets of a simulation file allow a corresponding snippet of a voiceimpression to be evaluated much more precisely and more relevantfeedback given to the user 114. The analysis provided by the audioanalysis tool 108 may be stored in the database 106 in snippets togenerate a training record of each user 114 using the voice analysistraining system 100.

The server 102 requests the analysis results from the audio analysistool 108, and the server 102 provides the analysis results and feedbackto the user 114 via the client application 104. Embodiments of theanalysis results, which are discussed in greater detail below withrespect to FIGS. 4 and 5, may include an indication of the effectivenessof the user 114 at accomplishing the specific job function of the user114. For example, the analysis results may provide an indication ofsales effectiveness of the user 114 throughout the voice impression. Inan embodiment, the client application 104 also provides the user 114with feedback for improving the effectiveness of the user 114 inresponding to the questions provided to the user 114 during the phonecall 120. For example, the client application 104 may instruct the user114 to sit in a more upright position or to smile while speaking tochange a tone of the voice of the user 114 to be more effective atmaking a positive sales pitch. Other suggestions to the user 114 arealso contemplated in response to the analysis of the voice impression bythe audio analysis tool 108.

In one embodiment, voice analysis training system 100 maintains separateuser accounts for a number of users such as user 114. Those separateuser accounts may in turn be organized under master accounts. In such amanner, the separate user accounts can be used to track the training andperformance of multiple users individually. Master accounts may be usedby a user 114 to access all of the separate user accounts organizedunder such master account. For example, a hotel customer service manageror executive can use a master account to assess the training andperformance of each of a number of customer representatives in themanager's or the executive's organization, such as a particulardepartment of the hotel or the hotel entity as a whole. Each useraccount may be associated with a particular job function identifier.Each job function identifier identifies a particular business role forthe user 114. For example, a customer service representative would havea different job function identifier from a sales representative. Voiceimpressions of the user 114 may be evaluated differently depending onwhich job function identifier is associated with such user 114. Forexample, if a user 114 is associated with a job function identifier fora customer service representative, sympathy, calmness, and confidencemay be important factors that voice analysis training system 100 uses toevaluate the performance of the user 114. Similarly, if a user 114 isassociated with a job function identifier for a sales representative,arousal (energy level), excitement, and confidence may be importantfactors that voice analysis training system 100 uses to evaluate theperformance of the user 114.

FIG. 2 is a sequence diagram 200 depicting an overview of a voiceanalysis training process, in accordance with a disclosed embodiment. Inan embodiment, the user 114 interacts with the client application 104 atstep 202 to indicate to the API 112 that a training simulation shouldbegin. As discussed above with respect to FIG. 1, the user 114 instructsthe API 112 to begin the training simulation based on interaction of theuser 114 with the exam button 124.

Once the API 112 receives the indication to begin the trainingsimulation, the API 112 instructs the communications platform 122 (shownin FIG. 1), at step 204, to call the user 114 to begin the trainingsimulation. The API 112 may also provide instructions to thecommunications platform 122 about what scenario the training simulationshould simulate based on a specific job function of the user 114, orbased on a specific skill that the user 114 wishes to practice. In anembodiment, the training simulation may be a scripted simulation, or thetraining simulation may be a dynamic simulation that is capable ofchanging the script of the simulation in response to answers provided bythe user 114.

At step 206, the API 112 receives the voice impression from the user114. The API 112 may receive the voice impression from the user 114 viathe communications platform 122 during the training simulation. At step208, the voice impression is transmitted from the API 112 to the audioanalysis tool 108 via the server 102 (shown in FIG. 1). In anotherembodiment, the voice impression may be transmitted from the clientapplication 104 to the audio analysis tool 108 via the server 102.

Upon receiving the voice impression, the audio analysis tool at block210 analyzes the audio data of the voice impression of the user 114.Analysis may include analyzing attributes of the voice impression, suchas the tone of the user 114, analyzing the emotion of the user 114,and/or analyzing other audio qualities based on an intent behind thevoice impression (e.g., the purpose of the communication). For example,a user 114 working in a sales role at a hotel may wish to maintain ahigh level of enthusiasm throughout the phone call 120. Accordingly, theaudio analysis tool 108 may analyze the tone of the voice impression foran indication of enthusiasm. In another embodiment, a user 114 operatingas a customer representative of a hotel may wish to maintain anempathetic tone throughout the phone call 120. Accordingly, the audioanalysis tool 108 may analyze the tone of the voice impression for anindication of empathy. While specific examples of analyzing voiceimpressions are given in FIGS. 1 and 2, a more complete discussion ofvoice impressions will be discussed relative to FIG. 5.

After completing the analysis of the voice impression, the audioanalysis tool 108 returns the analysis to the API 112 at step 212. Fromthere, the API 112 may also add a recommendation to the analysis andsend the analysis and the recommendation to the client application 104and the user 114 at step 214. The recommendation may be based on thespecific job function of the user 114 (e.g., sales, customer service,etc.), and the recommendation provides suggestions to the user 114 toimprove performance on the simulation. Upon completion of the simulation(e.g., when the user 114 receives the analysis and recommendation), theuser 114 may repeat the simulation after taking into account therecommendations provided at step 214. Additionally, the user 114 maybegin a new simulation related to a weakness that the user 114 exhibitedduring the original simulation to provide the user 114 with additionalpractice to overcome the exhibited weakness. While FIG. 2 describes therecommendation originating from the API 112, it may be appreciated thatthe recommendation may also be generated by the audio analysis tool 108and transmitted to the client application 104 via the server 102 alongwith the analysis of the voice impression.

FIG. 3 is a flowchart depicting a method 300 for performing voiceanalysis of the voice impression of the user 114, in accordance with adisclosed embodiment. In an embodiment, at block 302, an indication fromthe user 114 is received at the web-based application 104 to begin atraining session. In addition to indicating at the client application104 that the training session should begin, the user 114 may enter atelephone number at which the user is reachable to create a life-likescenario of the phone call 120. The user 114 may also enter anindication of a specific scenario that the user 114 desires to trainunder, or, in another embodiment, the user 114 may enter the specificjob function of the user 114 such that a training session related to thespecific job function is initiated. As discussed above with respect toFIG. 1, the user 114 instructs the API 112 to begin the trainingsimulation based on interaction of the user 114 with the exam button124.

At block 304, the API instructs the communications platform 122 to callthe user 114 at the number provided by the user in block 302, or overthe client application 104 to begin the training session simulation. TheAPI 112 may also provide instructions to the communications platform 122about what scenario the training session should simulate based on thespecific job function of the user 114 or based on a specific skill thatthe user 114 wishes to practice. In an embodiment, the trainingsimulation may be a scripted simulation, or the training simulation maybe a dynamic simulation that is capable of changing the script of thesimulation based on responses provided by the user 114. When thetraining session is entirely scripted, the user 114 is provided with ascript for responding to questions in the training simulation, andanalysis is performed based on speech inflection of the user 114 duringthe training simulation.

At block 306, the API 112 receives a voice impression from the user 114in response to the questions posed by the training simulation. The API112 may receive the voice impression from the user 114 via thecommunications platform 122 during the training simulation or from theclient application 104. At block 308, the voice impression istransmitted from the API 112 to the audio analysis tool 108 via theserver 102. Upon receiving the voice impression at block 308, the audioanalysis tool analyzes the audio data of the voice impression of theuser 114. Analysis may include analyzing the tone of the user 114,analyzing the emotion of the user 114, and/or analyzing other audioqualities based on an intent behind the voice impression (e.g., thepurpose of the communication). For example, a user 114 working as asales representative at a hotel may wish to maintain high level ofenthusiasm throughout the phone call 120. Accordingly, the audioanalysis tool may analyze the tone of the voice impression for anindication of enthusiasm. In another embodiment, a user 114 operating asa customer service representative of a hotel may wish to maintain anempathetic tone throughout the phone call 120. Accordingly, the audioanalysis tool may analyze the tone of the voice impression for anindication of empathy.

After completing the analysis of the voice impression, the audioanalysis tool 108 returns the analysis to the user 114 via the clientapplication 104 at block 310. A recommendation may also be provided tothe user 114 along with the analysis at the web-based application 104.The recommendation may be based on the specific job function of the user114 (e.g., sales, customer service, etc.), and the recommendationprovides suggestions to the user 114 to improve user performance on thesimulation. Upon completion of the simulation (e.g., when the user 114receives the analysis and recommendation), the user 114 may repeat thesimulation after taking into account the recommendations provided atblock 310. Additionally, the user 114 may begin a new simulation relatedto a weakness that the user 114 exhibited during the original simulationto provide the user 114 with additional practice to overcome theexhibited weakness.

FIG. 4 is a spectrogram 400 of a voice impression 401 of the user 114with associated voice qualities 402A-B and 404A-B superimposed over thespectrogram 400, in accordance with a disclosed embodiment. Thespectrogram 400, in an embodiment, represents the analysis provided tothe user 114 by the audio analysis tool 108 over the client application104. The illustrated spectrogram 400 includes sections 406 representingdifferent portions of the simulation. For example, the first section 406may illustrate when the user 114 answers the phone call 120, and thelast section 406 may indicate closing remarks of the user 114 prior toending the phone call 120. In an embodiment, the spectrogram 400 mayillustrate portions of the training simulation spoken by the user 114and portions of the training simulation that are provided to the user114 during the training simulation (i.e., the simulated customer). Insuch an embodiment, each of the sections 406 alternate between the user114 speaking and the simulation speaking. When providing feedback, thevoice analysis training system 100 is capable of providing feedbackrepresenting the entire spectrogram 400, providing feedback relating tospecific sections 406, or even providing feedback relating to specificwords that the user 114 has trouble conveying in a positive orappropriate manner.

The associated voice qualities 402 and 404 superimposed over thespectrogram 400 include energy levels 402A-B and sales effectiveness404A-B. The energy level 402A represents an ideal energy level of theuser 114, and the energy level 402B represents the actual measuredenergy level of the user 114. Similarly, the sales effectiveness 404Arepresents an ideal sales effectiveness of the user 114, and the saleseffectiveness 404B represents the actual measured sales effectiveness ofthe user 114. When the audio analysis tool 108 performs an analysis ofthe voice impression 401, the audio analysis tool 108 compares theactual performance 402B and 404B to the ideal performance 402A and 404Ato determine a score 408. The score 408 represents how closely the user114 kept the energy level 402B and the sales effectiveness 404B of theuser 114 to the ideal energy level 402A and the ideal saleseffectiveness 404A, respectively, during the training simulation. Thescore 408 also provides the user 114 with a target for improvingsimulation performance during subsequent training simulations.Additionally, the score 408 provides a manager of the user 114 with theability to rank employees based on how effective the employees are intheir sales calls.

It may be appreciated that the audio analysis tool 108 may performanalysis on any dialect or accent within a specific language, and evenperform analysis on multiple languages with minimal reformatting of theaudio analysis tool 108. Further, while the above description of thevoice analysis training system 100 relies on a training simulations, inan embodiment, the audio analysis tool 108 may also provide livefeedback during a phone conversation with a live customer to trackspeech of both the user 114 and the live customer. The audio analysistool 108 may provide an indication of how receptive the tone of the livecustomer is to the current sales pitch in addition to providing a liveindication of the effectiveness of the sales pitch provided by the user114.

FIG. 5 is a diagram of one embodiment of a feedback user interface 500illustrating feedback presented to a user of voice analysis trainingsystem 100. Feedback user interface 500 can be presented to the user onclient application 104 or any other suitable graphical user interface.

Feedback user interface 500 includes a snippet selection affordance 502.The selection of snippet selection affordance 502 by a user initiatesthe display of a user interface (not shown) pursuant to which the userviews and selects a list of snippets. Snippets are scripts, or portionsof scripts, recorded for a particular customer representative in one ormore sessions. For example, an entire conversation or script recitationmay be recorded of a particular customer interaction or simulatedcustomer interaction. Such conversation or script may be broken up intoa number of different sections, including, for example, a customerintroduction section, a customer needs exploration section, a serviceofferings section, a set up next customer contact section, and a closingsection. Each of such sections may be its own separate snippet or may bebroken down further into further subsections or individual sentences,each comprising a snippet. Such snippets may be taken from sessions thatmay include, without limitation prerecorded simulated sessions of thecustomer representative in particular training situations; livesimulation sessions of the customer representative in a current andreal-time simulation; prerecorded interactions of the customerrepresentative with actual customers; or live interactions of thecustomer representative in a current interaction of the customerrepresentative with actual customers.

Feedback user interface 500 also includes a current script identifier504 and a script summary 506. Current script identifier 504 indicates anidentifier that the user or voice analysis training system 100 hasassigned to a particular snippet. Script summary 506 is an illustratedsummary of the snippet. In one embodiment, script summary 506illustrates a portion of a training script or prerecorded conversation,such as the text of a particular sentence of such script orconversation.

Feedback user interface 500 also includes a list of attribute indicators512, a list of low attribute scores 514, a list of high attribute scores516, a list of feedback 518, and a list of edit affordances 520.Attribute indicators 512 identify the attributes determined to be mostsignificant in presenting feedback to a user. For example, attributeindicators 512 may indicate the attributes that are most important to aparticular snippet, the attributes that are observed to be most presentin a user's voice during the session corresponding to a snippet, and theattributes that are determined to be the ones in which the user is mostdeficient during such a session. In one embodiment, the attributes maybe ordered based on any of the same criteria to be presented in an orderof importance for a snippet, an order of prevalence in the session, oran order in which the user should work on such attribute. More than oneattribute indicator 512 can be displayed for the same attribute toindicate attribute scores for a beginning, middle, and ending portion ofa particular snippet.

The low attribute scores 514 are the lowest level of the attributedetermined from the voice impression at any point during the session inwhich the particular script referenced by current script identifier 504is communicated. Similarly, the high attribute scores 516 are thehighest level of the attribute determined from the voice impression atany point during the session in which the particular script referencedby current script identifier 504 is communicated.

Feedback user interface 500 also includes a list of ideal attributescores 522 for the particular snippet referenced by current scriptidentifier 504. The ideal attribute scores 522 correspond to anattribute score determined to be most effective for communication of theparticular snippet indicated by current script identifier 504 to be mosteffective. For example, the level of arousal (energy level) determinedto be ideal for the snippet illustrated in FIG. 5 is 0.375.

Feedback 518 indicates feedback on the user's performance oreffectiveness relative to a particular training session, a user'sproficiency at a particular skill or situation, recommendations toimprove the user's communication with respect to each particularattribute, or other suitable feedback from a training session. Suchfeedback may include, without limitation, adjusting the posture orposition of the user while speaking, smiling, varying the speed,cadence, volume, tone, pitch of their speech (with or withoutrecommendations on how to achieve such variance), taking particularcourses, practicing voice exercises, speaking on video or in front of amirror, learning more about a particular product, service, or customer,reducing background noise or distractions, raising enthusiasm levels,controlling anger, suggesting further practice of the snippet, or anyother suitable assessment, recommendation, training, or other suitablefeedback.

Edit affordances 520 are affordances that are selectable by a user todelete a particular attribute from feedback user interface 500 orreorder the attributes that are presented to the user. For example, auser may want to delete or reorder attributes that the user has masteredto focus on feedback on attributes for which the user still needspractice.

In operation, the range of attribute scores for a particular attributeassociated with one of attribute indicators 512 defined by the lowattribute score 514 and the high attribute score 516 can be compared tothe ideal attribute score 522 associated with the particular attributeto determine feedback given to a user. Feedback 518 may be determinedbased on such comparison, based on the attribute scores, based on thecontent of a particular snippet or session, based on the goal of aparticular session, based on the business function or role of the user(for example, sales vs. customer service), based on the experience levelof the user at a particular business function or role, or anycombination of the foregoing. For example, if the arousal (energy level)of a user during a session is too high, the feedback 518 may suggestthat the user slow down, enunciate words more precisely, and speak in alower and calmer tone. Similarly, if the arousal (energy level) of auser during a session is too low, the feedback 518 may suggest that theuser speed up and speak more energetically. In one embodiment, certainfeedback 518 may be based on more than one attribute score. For example,low scores of confidence, arousal (energy level), and excitement maylead to recommendations of training exercises to increase the user'soverall effectiveness as a sales associate.

Although not illustrated, additional information regarding eachattribute score during a particular session may be displayed, such asthe average of each attribute score, the number of times that a userstrayed from an ideal attribute score, an acceptable deviation from theideal attribute score, or other suitable information. In one embodiment,attribute indicators 512 are affordances that are selectable by a userto display additional information regarding the corresponding attributesuch as a graph or other indication of how the attribute varies as eachword of the snippet is or was communicated by a user.

In one embodiment, voice analysis training system 100 includes a userinterface to track the user's progress as a whole based on an aggregatedanalysis of all of the sessions recorded for such user. In such amanner, the user's performance relative to particular types of sessions,such as initial lead contacts, presentation of alternate products andservices, or closing of sales, may be evaluated. Similarly, the user'sprogress in demonstrating a particular attribute such as confidenceacross all sessions may be monitored. Using such aggregated analysisdata, recommendations such as feedback 518 may be better determinedbased on larger amounts of data in different situations and over time.Such recommendations may include assessing the level of the user inparticular job functions or sub-functions, recommending particulartraining courses or groups of courses, further education in particularproducts or services of a company, or rehearsing particular scripts tosimulate particular circumstances. In such a manner, voice analysistraining system 100 can automatically determine gaps in a user'straining or performance and address deficiencies that are leading topoor job performance or lost sales opportunities.

The above-disclosed embodiments have been presented for purposes ofillustration and to enable one of ordinary skill in the art to practicethe disclosed embodiments, but are not intended to be exhaustive orlimited to the forms disclosed. Many insubstantial modifications andvariations will be apparent to those of ordinary skill in the artwithout departing from the scope and spirit of the disclosure. Forinstance, although the flowcharts depict a serial process, some of thesteps/blocks may be performed in parallel or out of sequence, orcombined into a single step/block. The scope of the claims is intendedto broadly cover the disclosed embodiments and any such modification.

As used herein, the singular forms “a”, “an” and “the” are intended toinclude the plural forms as well, unless the context clearly indicatesotherwise. It will be further understood that the terms “comprise”and/or “comprising,” when used in this specification and/or the claims,specify the presence of stated features, steps, operations, elements,and/or components, but do not preclude the presence or addition of oneor more other features, steps, operations, elements, components, and/orgroups thereof. In addition, the steps and components described in theabove embodiments and figures are merely illustrative and do not implythat any particular step or component is a requirement of a claimedembodiment.

Additionally, although specific terms are employed herein, they are usedin a generic and descriptive sense only and not for purposes oflimitation, instance, the term database, as used herein, is intended toinclude any form of organized data, including, but not limited to, datafound in tables, charts, spreadsheets, and documents. Furthermore, theterm database does not imply the use of a particular or specializeddatabase software, the use of any particular data structure, nor does itimply the use of any particular hardware.

What is claimed is:
 1. A method for performing voice analysis, themethod comprising: storing, in a database, a simulation file forconducting a training session with a user, the simulation file includingat least a script; further storing, in the database, desired attributesassociated with the simulation file; retrieving, by a server, thesimulation file from the database; providing, by a client application, auser interface to conduct the voice analysis using the simulation filefrom the database; receiving, at the client application, one or morevoice impressions from a user; analyzing, at an audio analysis tool, atleast one of the voice impressions of the user; determining, at theaudio analysis tool, attributes of the at least one voice impression inresponse to analyzing the at least one voice impression; comparing, atthe audio analysis tool, the determined attributes to the desiredattributes associated with the simulation file; and providing, by theclient application, feedback to the user based on the comparison;wherein the determined attributes include an actual energy level and anactual sales effectiveness; wherein the desired attributes includes anideal energy level and an ideal sales effectiveness.
 2. The method ofclaim 1, wherein storing the simulation file comprises storing snippetsof the simulation file.
 3. The method of claim 2, wherein storing thedesired attributes comprises storing desired attributes for each snippetof the simulation file.
 4. The method of claim 3, wherein storing thedesired attributes further comprises storing acceptable ranges of thedesired attributes.
 5. The method of claim 4, and further comprisingstoring the feedback in the database.
 6. The method of claim 5, whereinstoring the feedback comprises storing feedback for each desiredattribute.
 7. The method of claim 6, wherein storing the feedbackcomprises storing feedback for a particular measured level of suchdesired feedback.
 8. The method of claim 7, wherein storing the feedbackfurther comprises storing feedback for each desired attribute for eachsegment.
 9. The method of claim 8, wherein receiving one or more voiceimpressions from a user comprises receiving a plurality of snippets ofthe one or more voice impressions.
 10. The method of claim 9, whereinanalyzing at least one of the voice impressions comprises analyzing eachof the plurality of snippets of the at least one of the voiceimpressions.
 11. The method of claim 10, wherein determining attributesof the at least one voice impression comprises determining attributes ofone of the plurality of snippets of the at least one voice impression.12. The method of claim 11, wherein comparing the determined attributesto the desired attributes further comprises comparing the determinedattributes of the one of the plurality of snippets of the at least onevoice impression to the desired attributes of one of the snippets of thesimulation file, wherein the snippet of the at least one voiceimpression is received in response to communicating the one of thesnippets of the simulation file to the user during the voice analysis.13. The method of claim 1, wherein each of the desired attributesinclude a particular attribute and a desired level of such attribute.14. The method of claim 1, wherein providing feedback to the user basedon the comparison includes the recommendation of a training course. 15.The method of claim 1, where providing feedback to the user based on thecomparison includes an assessment of a proficiency level of the user.16. The method of claim 1, wherein providing feedback to the user basedon the comparison includes a recommendation to change the voice of theuser.
 17. The method of claim 1, wherein providing feedback to the userbased on the comparison includes a recommendation to change the postureof the user.
 18. The method of claim 1, wherein providing feedback tothe user based on the comparison includes providing feedback on aplurality of different desired attributes associated with a particularsnippet of the voice impression.
 19. A voice analysis training systemcomprising: a database configured to store a simulation file forconducting a training session with a user, the simulation file includingat least a script, and wherein the database is further configured tostore desired attributes associated with the simulation file; a serverin communication with the database and operable to retrieve thesimulation file from the database; a client application in communicationwith the server and operable to cause the display of a user interface toconduct the voice analysis using the simulation file, and wherein theclient application receives one or more voice impressions from a userand communicates the one or more voice impressions to the server; anaudio analysis tool in communication with the server and operable toreceive at least one of the voice impressions of the user and determineattributes of the at least one voice impression in response to analyzingthe at least one voice impression, wherein the audio analysis tool isfurther operable to compare the determined attributes to the desiredattributes associated with the simulation file; and wherein the clientapplication is operable to provide feedback to the user in response tothe comparison; wherein the determined attributes include an actualenergy level and an actual sales effectiveness; wherein the desiredattributes includes an ideal energy level and an ideal saleseffectiveness.
 20. A non-transitory machine readable storage mediumcomprising instruction that, when executed, cause a processor to: store,in a database, a simulation file for conducting a training session witha user, the simulation file including at least a script; further store,in the database, desired attributes associated with the simulation file;retrieve, by a server, the simulation file from the database; provide,by a client application, a user interface to conduct the voice analysisusing the simulation file from the database; receive, at the clientapplication, one or more voice impressions from a user; analyze, at anaudio analysis tool, at least one of the voice impressions of the user;determine, at the audio analysis tool, attributes of the at least onevoice impression in response to analyzing the at least one voiceimpression; compare, at the audio analysis tool, the determinedattributes to the desired attributes associated with the simulationfile; and provide, by the client application, feedback to the user basedon the comparison; wherein the determined attributes include an actualenergy level and an actual sales effectiveness; wherein the desiredattributes includes an ideal energy level and an ideal saleseffectiveness.